AccountId: 011433970860
ContactId: afe8ac32-6a8f-47f1-a3d8-4048976757f4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 265320 ms
Total Talk Time (AGENT): 70698 ms
Total Talk Time (CUSTOMER): 109134 ms
Interruptions: 1
Overall Sentiment: AGENT=0, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/17/afe8ac32-6a8f-47f1-a3d8-4048976757f4_20250117T15:13_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. Can I help you?
[CUSTOMER][POSITIVE] Hi, [PII]. How are you? Good morning. This is [PII].
[AGENT][POSITIVE] I'm good. How are you?
[CUSTOMER][NEUTRAL] I'm good, thank you. Um, I have a group in the line that uh it looks like they had an overpayment and she's calling about the overpayment.
[AGENT][NEUTRAL] You have the group number?
[CUSTOMER][NEUTRAL] It's 80075.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] I don't see anything in groups stance.
[CUSTOMER][NEUTRAL] Mm yeah.
[CUSTOMER][NEUTRAL] Based on the notes, she was supposed to get a call back from, I think [PII] from, from [PII], I guess, I don't know, but she never did um.
[CUSTOMER][NEUTRAL] And then I'm just going by the note on [PII] where it says there's an overpayment and she did receive that notice.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK, you can send it to me.
[CUSTOMER][NEUTRAL] OK, uh, here she come. I did fully verify all the information and the callback number is the same one in the system, OK?
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you. Here she comes.
[CUSTOMER][POSITIVE] Thank you for holding and being patient for Ms. [PII]. I got Miss [PII] on the line. Um, she's gonna assist you from here. She's in the group billing department.
[AGENT][NEUTRAL] This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Uh yes, this is [PII].
[CUSTOMER][NEUTRAL] I need your help because.
[AGENT][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Can you hear me?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I received a check in the mail, right? 4406.
[CUSTOMER][NEUTRAL] Stating that there was an overpayment.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] I'm looking at this and it seems like.
[CUSTOMER][NEUTRAL] Could have been more than that.
[AGENT][NEUTRAL] OK, um, so what it, um, what's happened is it looks like um the group has um the invoices set up like through their bank to auto pay and send us a check but it also looks like someone is going on our online service center and making payments um so that's where the refund falls into place.
[CUSTOMER][NEUTRAL] OK the reason for that was.
[CUSTOMER][NEUTRAL] Getting
[CUSTOMER][NEUTRAL] Dating.
[CUSTOMER][NEUTRAL] And the invoice.
[AGENT][NEGATIVE] I'm sorry, you keep cutting out.
[CUSTOMER][NEGATIVE] If I receive a phone call or an email telling me that the invoice has not been paid and I go online and it shows that it the payment has not been applied.
[CUSTOMER][NEUTRAL] I don't understand like, so how is this happening? Because.
[CUSTOMER][NEUTRAL] You guys send me something and then.
[AGENT][NEUTRAL] I'm not seeing where anything was emailed as far as an outstanding invoice.
[CUSTOMER][NEUTRAL] I don't see it come out of the bank.
[CUSTOMER][NEUTRAL] Well
[CUSTOMER][NEUTRAL] And the amounts are different. That's the other thing.
[CUSTOMER][NEUTRAL] Because the bill says 572 19 and what's being taken out of the bank is 48953.
[AGENT][NEUTRAL] Alright, so 489 53 were the first two invoice amounts, so it looks like um.
[CUSTOMER][NEUTRAL] Can you do me a favor? Can you send me like a breakdown of the payments of how they've been applied?
[AGENT][NEUTRAL] There
[AGENT][NEUTRAL] I can email them to the email address that we have on file.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Which would be which one?
[AGENT][NEUTRAL] Um.
[AGENT][NEUTRAL] Accounts payable at [PII].
[CUSTOMER][POSITIVE] Yes, if you can send it there, I appreciate it.
[AGENT][NEUTRAL] All right. Is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] No, I'm gonna review the account first and then I'll give you a call back when I'm done. Thank you.
[AGENT][NEUTRAL] OK. Mhm.